Case Study: First Choice Homes Oldham improves 24/7 resident support with Futr

Commencing Digital Transformation at First Choice Homes Oldham

First Choice Homes Oldham, a housing association in Greater Manchester with more than 11,500 properties, wanted to move further into digital transformation while reducing pressure on its contact centre. The team aimed to encourage more residents to self-serve digitally, improve customer experience, and provide support in the language people speak, while handling between 6,500 and 8,000 calls a month. Futr’s Automate and Live Chat products were used to help meet this challenge.

Futr implemented a housing-specific chatbot on FCHO’s website to provide automatic resident support 24/7 and quickly introduce digital interactions. The solution automated 90% of contacts, with only 354 of 3,516 annualised users needing live chat beyond the bot, and answered 17,622 questions annually. Futr also gave FCHO rich analytics and real-time insight into resident questions, helping the contact centre identify common issues and create more self-serve content.

First Choice Homes Oldham

Bharat Velji

ICT Infrastructure Development Manager